Business Analyst Lead (WFH)
General Description:
Business Analyst is responsible for Query building for process improvement projects on MK SmartSpeech using Speech Analytics tool ensuring that valuable insights are provided to the client through the short term projects.
Key responsibilities & Accountabilities
Job Description [Mandate]
- Coordinates with Sr. Business Analyst on team objectives and provides tactical insights.
- Develops queries using logical operators to deliver the foundation for analytical objectives agreed with the customer.
- Performs analysis of the results and compiles information to support the analytical objectives as agreed with customer.
Education Requirement [Mandate]
Mandatory Profile Requirements (Competencies & Skills)
- Experience as a Quality Auditor/Lead and providing support to both external and internal contacts towards process improvement will be preferred.
- Speech analytics platform experience would be preferred.
- At least 1 year experience in current role, working/assisting on projects that involve the analysis of customer contact, ideally through working in contact centers.
Desired Profile Requirements [Good to have]
- An enquiring mind, curiosity and desire to understand why.
- Listening skills, specifically around structured call listening.
- Ability to rapidly assimilate new technologies and learn yourself.
- Excellent communication skills.
- Well-developed presentation skills.
- Proficiency with PowerPoint and Excel.
NOTE: Candidates having 2+ experience as Sr. Quality Analyst can also apply.